Onsite Technical Support Specialist

3 weeks ago


Olathe, Kansas, United States Diverse Lynx Full time

About the Role:

We are seeking a highly skilled Onsite Support Executive to join our team at Diverse Lynx LLC. As an Onsite Support Executive, you will be responsible for providing second-line investigation and diagnosis, resolving and closing incidents/service requests as per procedures and allocated timelines, and ensuring tickets are updated at all times until issues are resolved.

Key Responsibilities:

  • Provides second-line investigation and diagnosis.
  • Resolves and closes incidents/service requests as per procedures & allocated timelines.
  • Logs relevant incident/service request details as per process in ITSM tool.
  • Communicates with client regarding incident progress.
  • Ensures tickets are updated at all times until issues are resolved.
  • Complies with Quality Health Safety Environment (QHSE) and IT policies.
  • Liaises with clients, IT support groups and 3rd party providers when necessary.
  • Performs staging of PCs.
  • Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).
  • Conducts hardware and software maintenance and support.
  • Troubleshoots and resolves PC incidents and/or VIP requests.
  • Assists with Site Security Officer (SSO) on IT security issues and virus elimination.
  • Creates/maintain documentation for scope of work.
  • Special events coverage, meeting room & VCON & voice devices support.
  • Centralized hardware and Spare part stocking and local site inventory management and asset management.
  • Stock management.
  • Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC).
  • Hardware vendor coordination for Break fix.
  • Imaging & provisioning of devices. Setup and build workstations.
  • Update AMDB including hardware and software.
  • PC and other devices - logistics management.
  • Coordinate activities with third parties to resolve the IT issues or complete service requests.
  • Follow standard operating procedures as documented in the knowledge management system.
  • Providing trainings / demo's when needed to end users.
  • Onsite admin tasks e.g. backup, OS migration.
  • Onsite Operational support of Industrial mobility devices.
  • Mobility - Operational support for company owned mobile phones / tablet devices and BYOD.
  • Asset Disposal.
  • Coordinate with regional/global support groups for end-to-end request resolution and escalation.
  • Operational support of Buyer certified standalone printers (driver installation / connectivity and printer software related troubleshooting).
  • Operational support for non-network connected HBO AIO Printer / Scanner / Fax.
  • Loading/Reloading of PCs with standard image for deployment of CME Kiosk Machines.

About Us:

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. We promote and support a diverse workforce across all levels in the company.



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